Innovation and technology is transforming consumer banking, and BBVA, one of the largest banks in the world, with more than 47 million individual and corporate customers, is on the leading edge of that change. Working with Continuum, BBVA has created the Bank of the Future — a new service model for retail banking that provides customers with the freedom to bank the way they want to and is adaptable to markets across the globe. The Bank of the Future is built around the idea that banks, like all retailers, should put individual customers’ needs at their center.
Banks, like all retailers, should put individual customers’ needs at their center.
Combining virtual experiences with hands-on relationships, social networks and global standards with local adaptations, the new service model increases efficiency while providing the human guidance people need to make financial decisions. The service model is convenient, reduces costs and allows each customer to interact with the bank according to their individual needs, while increasing transparency between customer and bank. The model works in both developed and developing markets.
To help BBVA realize this new service model, Continuum has designed some of the key elements of the experience. For example, “pods” at bank branches provide a private, accessible space for financial advice and put the bank and the customer on the same level — the customer and financial advisor sit side-by-side, viewing the same computer screen and accessing the same information.
Even when it is supported by the best systems and technology, a corporation must show its employees where it is going in a way that is clear, coherent, and emotionally connected to them in order to move forward. Continuum helped BBVA make the new customer-centric service model real and compelling to its people by building a prototype of the Bank of the Future so that leaders in the company could experience the future first hand.
BBVA has launched elements of a new website in Spain and also the first newly designed bank branch in Madrid, and Continuum is continuing to work with BBVA to help it roll out local adaptations of this service model in other regions. Building a new model for retail financial services, BBVA is transforming the future of banking globally.